Service Delivery Manager

Hybrid (London office / remote)

Purpose:

The Service Delivery Manager will be a key point of contact for a group of customers with service and managed service contracts, and accountable for service reporting and reviews. This role will work with the Manager of the Customer Support Team to ensure that Becrypt provides services to a high standard, within SLA, and ensuring all contractual commitments are met.

The successful candidate will be the process owner of key ITIL processes such as Incident, Problem and Change Management, and documenting and amending these processes will be a key part of the role. The Service Delivery Manager will need to ensure that appropriate processes, metrics and targets are in place to continually improve the Becrypt support service. This role is predominantly a customer focused role but collaboration with internal product and service teams will be required.

Principle duties:

Must have a clear understanding of all contractual agreements for service and managed service customers
Responsible for weekly, monthly & quarterly reporting on assigned managed service accounts
Responsible for presenting aforementioned reports during review meetings, on site and remote
Responsible for SLA attainment on assigned accounts
Collaborate with Manager of Customer Support team to help drive better service delivery and ensure SLAs are met
Supporting Director of IT & Service Delivery in Service Design activities for new opportunities
Responsible for successful transition of services from project to live
Act as Incident manager for all major incidents
Point of contact for all customer escalations
IT Service Management process owner for customer facing processes, such as: Incident Management, Problem Management, Change Management & Service Request Management
Responsible for client relationship management. Building strong working relationships with customer service delivery teams
Responsible for Continual Service Improvement on assigned accounts. Recommending improvements to Director of IT & Service Delivery
Maintain and demonstrate a sound knowledge of the business and industry to support strategic decision making
Responsible for customer satisfaction – developing and reporting on customer satisfaction metrics
Ensure a high level of customer and stakeholder focus (internally and externally) with due care and attention given to customer priority issues with appropriate level and style of communications
Work closely with sales and pre sales to ensure a smooth transition through the customer lifecycle, ensuring customers’ expectations are appropriately managed and that they are proactively supported and kept well informed
Accountable for onboarding new clients into ITSM Tool and ensuring customer facing support is setup as per contractual agreement
Build positive relationships across teams and functions, overcoming potential conflicts, achieving shared objectives and providing measured input into product roadmaps
Ensure support information and documentation relating to customer environments is always up to date and relevant stakeholders are aware of significant changes
Liaise with maintenance renewals and/or account managers to ensure relevant parties fully understand the status of customer deployments, system refreshes etc
Drive cost control initiatives through process re-design where appropriate
Any other reasonable duties as required by the business.

Essential Skills:

Essential:

Solid understanding of Incident, Problem & Change Management
Including risk assessments
Experience working for a Managed Service Provider
Creating Service Reporting packs
Running Service Review meetings
Service Management process writing
Experience of managing Major Incidents, ideally in a 24×7 environment
Major Incident Report writing – Including management of lessons learnt
Extensive experience and understanding of contractual SLAs

Highly Desirable:

ITIL 4 Certifications
Experience working for an MSSP
ITSM Tool Implementation
Vendor Management
Understanding of Cyber Essentials +
Understanding of ISO 27001
Understanding of Secure by Design

Qualities:

Team player that is driven and motivated
Ability to work on own initiative in a fast-paced environment
Embraces change and drives positive outcomes
Keen to take on the unknown
Exceptional customer service skills

Additional Information:

Package & discretionary benefits:

25 days annual leave plus an additional 2 days after 2 years’ service
5 days additional holiday purchase available
Private medical insurance
Heath cashback plan with Healthshield
Pension scheme
Life cover 4 x salary
Season ticket loan
Salary exchange benefits (ride2work, pension)
Subsidised gym membership
Employee referral scheme

Role will be subject to an employment screening process and will require security clearance.

Interested?

If this sounds like you, and you’re looking for your next exciting challenge, we’d love to hear from you. Please get in touch.

Service Delivery Manager

Interested?

Registered Office: Albion House, 1st floor, 55 New Oxford Street, London WC1A 1BS
UK Company Number : 4328430
© 2024 Becrypt Ltd. All Rights Reserved

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